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Network Operations Engineer

vor 3 Monaten

Frankfurt am Main, Hessen, Deutschland Colt Technology Services Vollzeit

Colt Technology Services delivers comprehensive network, voice, and data center solutions to a multitude of enterprises globally, enabling them to concentrate on achieving their business objectives rather than the underlying infrastructure.

Overview

The role involves supporting the implementation of network operations and services, which includes network monitoring, incident management, problem resolution, and ensuring customer service excellence.

Position Summary

As a Packet & SDN Network Engineer, you will provide round-the-clock first and second-level technical assistance to clients worldwide. This may encompass network surveillance, fault identification, and the delivery of tailored solution support and management.

Responsibilities

Primary Purpose

To collaborate within a team of highly skilled customer support engineers, taking full ownership of resolving client issues related to Colt's Packet and SDN offerings. This entails comprehensive management, coordination, and oversight of tasks assigned to other teams and network partners.

Key Responsibilities Include:

  • Proactively monitor, troubleshoot, diagnose, and rectify faults across a pan-European MPLS Infrastructure and a variety of IP services in accordance with product SLAs, up to third-level support.
  • Participate in a continuous 24/7 shift rotation.
  • Possess in-depth knowledge of customers' customized networks and services.
  • Provide a professional interface to clients, serving as a Single Point of Contact for all their inquiries.
  • Establish and maintain effective working relationships with key interconnect partners and vendors.
  • Manage and coordinate tasks assigned to other teams, such as Field Maintenance or Technical Assistance Centre.
  • Keep a clear and accurate record of events throughout a fault duration using Colt's Remedy-based Fault Management System and provide regular updates as necessary.
  • Resolve or escalate faults as appropriate, adhering to product SLAs.
  • Identify, plan, and implement solutions for recurring issues on IP and Ethernet Networks.
  • Generate technical reports for customer RFO/RCA requests.
  • Oversee software upgrades in coordination with vendors and Colt teams involved.
Qualifications

Direct experience in Layer 1-2-3 Services and Technologies, including, but not limited to:

  • Understanding of IP Fundamentals and various Protocols, including BGP, EIGRP, OSPF, and ISIS.
  • Hands-on experience with implementing, diagnosing, and troubleshooting IP Access, MPLS, and VPN solutions across a pan-European network.
  • Knowledge of provisioning and maintaining IP, Ethernet, and Optical services across Backbone Networks.
  • Familiarity with LAN (Ethernet) based products.
  • Experience with UNIX-based applications and troubleshooting tools such as Telnet, FTP, TFTP, and Traceroute.
  • Experience with one or more of the following Network Management and Support systems: Netcool, SMARTS, CiscoWorks, InfoVista, TACACS, Vendor Specific Element Managers.
  • Experience in collaborating with global providers, NOC, and Field operators for technical issues.
  • Knowledge or experience interfacing with Optical and Ethernet-based Networks is advantageous.
  • Fluency in German is mandatory.
Skills and Competencies
  • A logical approach to fault finding and troubleshooting.
  • Ability to manage and coordinate complex technical situations calmly and professionally.
  • Excellent customer-facing skills, addressing specialist requests regarding comprehensive solutions rather than being limited to a single technology.
  • Customer-focused with effective communication skills with all necessary parties, including internal/external network partners and clients.
  • Fluent in German and English.
  • Formal IT qualifications such as CCNP, CCSP, CCNA, CompTIA Network+, etc.
Education

A bachelor's or master's degree in Business, IT, Computer Science, Telecommunications, or a related field.

What We Offer:

Colt is a growing organization that invests in its workforce. We provide skill development, learning pathways, and accreditation to empower our employees to excel in their roles, regardless of location.

In addition to competitive salaries and incentive plans, we offer a range of benefits and local rewards packages. Colt recognizes the significance of maintaining a work-life balance.

Examples of benefits include:

  • Flexible working arrangements and a relaxed dress code.
  • Two days annually dedicated to volunteering opportunities.
  • Pension and insurance options.
  • Access to a virtual business school for ongoing learning.
  • Business mentoring.
  • Discounts with local hospitality and retail providers.

We strongly encourage candidates from diverse backgrounds and identities to apply. We are committed to fostering an inclusive and supportive workplace at Colt.